So tonight I went to Ikea again and this time I actually bought stuff. Yes, I have succumbed to the temptation of low priced home furnishings and purchased a sofa, a work desk, some drawers etc. This being my 4th time in the store I was hoping to see some improvement in the level of service but unfortunately it was not the case. I have come to the conclusion that buying stuff from Ikea is one of the most frustrating shopping experiences I’ve ever had in Japan. While the Ikea model may be acceptable in other countries, I think the Japanese will soon reject it. At least, those that cannot put up with the trouble you have to go thru to get something shipped and don’t mind paying a bit more for convenience. Here is a summary of my observations today:

1. I did not hear a single “irasshaimase” while I was there. All the staff were crowded around pods and staring at computer screens. They should be looking at the customers. They did not smile or pay much attention to the customers and you had to go up and chase them if you wanted something. When I asked a question, they answered it and turned back to their computer screen. There was no attempt to sell. Correct me if I’m wrong but isn’t that what those people are supposed to be doing? Or are they just there to check the stock for you?

2. I was in the middle of asking a clerk a question when she suddenly ran off to answer the phone. No apology when she came back.

3. Some loud customer was asking questions and there were 3 staff crowded around him while several people in plain view were waiting for service and getting pissed. When they were finally served there was no apology from the staff. Not even a simple “omataseshimashita”.

4. Ikea doesn’t allow you to place an order for something that’s currently out of stock (and a lot of their items were out of stock). You have to come again some other time and try your luck. This is just about the only store in Japan I know of that doesn’t take orders. I overheard at least a half dozen customers asking about this and not understanding the logic of it. Obvious the staff are getting really tired of explaining it over and over cause one female staff was practically yelling at a customer who just wouldn’t accept that he couldn’t preorder a table. I found this very rude and unacceptable no matter how obnoxious the customer was.

5. In the warehouse where you go to get your boxed furniture, the flatbed carts slant forward so if you put anything on it, it slides off. This made no sense to me. Who designed it?

6. Some of those boxes can be really heavy. One girl was struggling to get a heavy box onto her cart when a male staff walked by without even offering to help her. I saw this as an opportunity to flirt with her and helped her out. :-)

7. Some things I ordered had to be brought out a different way. I had to wait 30 minutes for it to be brought out only to give it back to them so they could ship it to my house. No sense here. The staff didn’t explain the process at all. And lots of people stood around wondering what they should do. Everyone’s stuff was lying all over the place. It reminded me of when I saw how Northwest Airlines handles luggage at O’hare International. On top of that, the girls were rude and were chewing gum! Bitches.

To be fair, most of the staff were trying to do their best. However, I felt that they were either inexperienced or were not properly trained in the basics of good manners and customer service in Japan. I think if Ikea is to survive in this country this is an area where they need to put a little bit more effort. After the 4th time there, I feel that there’s not much more that interests me about the merchandise or the store and won’t be going there again. Now let’s hope they don’t screw up my shipment.

On the way home, Ito Misaki kept me company (above). What is it about this ad that I can’t stop looking at it? ;-)